Cell C
Reviews and Complaints

Hi my name is Simamkele Vikilahle,
I just want to start by saying C-surance is the worst insurance agency ever! I've been trying to lay a claim for my phone for 3 weeks now. I've called them more than 10 times now and mind you I had to hold for 40-50 minutes to get through. The first time they told me to go to cell c and fill in a claim form, I did that and called them back and they told me they had not recieved the forms. That went on for two more times, until a consultant at cell c Promenade called them himself and they finally told me they have got the forms. I was given a ticket number, I then called again and gave them the ticket number, they then told me that I needed to fill in some more forms, I went back to cell c and the consultant told me there's no such thing. He told me c-surance was even supposed to give me a policy number the first time I called. I called them again today and held on for more than an hour until the call got terminated from the other side (I do not know how). This is pathatic, frustrating! I have to work, I dont have time to be running around trying to get these people to fix my J5's broken screen. I'm even considering terminating my insurance with c-surance, but I read somewhere that that's also going to be another drag.

[protected]

So I took an additional data contract of R99 for 2 gigs to start from the beginning of July with Cell C. This has been paid for / debited etc. on the 3 July I had gone on a 2 week trip to Europe to return around the 18 July. i had not used my phone nor activated roaming therefore only used Wifi whilst away in the time away My account had then been disconnected due to non payment as the debit bounced back, I then made a payment to Cell C with the money owing on my return and called them to reactivate it which they did, but when I checked after reactivation I was not able to use my phone still. I called and they had advised me I used the data, I then asked when and they said between the 1st and 24th of July, I said that is impossible as I have been away and my account was only reconnected on the 25 July, they have already debited me for August yet I am unable to use my phone because they did not top up my account with my data! They now said they will investigate but honestly how could my phone be in use whilst I am in another Country for over 2 weeks I was away in July! I am simply not impressed with Cell C.

I recently changed phones and need to do a sim swop and when to your store at Montclair in Durban and found that the price of a sim swop for a contract sim is R143 which I had to pay, I feel this is being over priced because when I asked about about the cost to do a sim swop of a pre- paid card I was told it costs R10.

I would like to see this price be reduce and preferable I get some sort of refund, my cell number is [protected] or [protected].

Date is 24/07/2017

Date of incident: 24 July 2017
Number dialed: [protected]
2 years ago, I discovered that someone had opened; 2 contracts under my name with Cell C- don't know this person. Cell C didn't even have their ID copy.
I reported the matter with their Fraud department, sent through the documents that they'd asked for.
2 years later, I'm trying to apply for a home loan and get told that Cell C has handed me over for an outstanding fee of R587. How, because I don't have a contract with the network? I call them and hold for close to 10 min as I get transferred to the accounts department. Accounts department then gives me their Fraud Dep's number. I call that number and hold for another 10 min...
Eventually, Mosela Moloi answers- I lay my story to her, she asks me if I submitted the docs that they had asked for? Yes, I respond. Her response: I will ask XXX who dealt with your case to call you back. Ok? Are you not able to help me? I ask... I have been holding for so long, can you at least try to get her Supervisor to advise what is going on with my case as this is an urgent matter- if it takes your department longer than 10 min to answer a call, surely XXX will take forever to get back to me?Also, if there were documents or things that were missing from my case, why didn't anyone contact me and update me? I ask... she keeps quiet for a good 2-4 minutes- I can hear her typing on her keyboard- she does not respond when I say "Hello". I hold on and she eventually answers and says that she was e-mailing; XXX to tell her to contact me. To be honest with you- I doubt that she even gave me her correct name because she also beat around the bush when I asked her to spell her name for me.
I'm hurt by how my matter is not treated with urgency when it is now affecting my finances.
I would love to take Cell C to the Obudsman- how do they give someone a cellphone contract when their details don't make sense or match? Clearly they are involved in this whole set up, hence they have ignored my case.

#cellcistrash

Cell c is just exasperating to say the least.

I have been requesting a copy of my contract from cell c for almost 3 months now.

I Initiated my request on the 3rd April 2017 after being redirected to the wrong department more than once and being sent incorrect information.

I have sent countless emails, been directed to the incorrect department, I even spoke to the supervising manager of the qaulity logistics department Monty Makgatho personally requesting for him to attend to my matter as I was recieving no response from this department initially.

He attendded to my matter for a week and after that I was left with no response from this department yet again.

I have to keep sending emails requesting for feedback on how far my contract is, instead of the quality logistics having the courtesy to keep me up to date. with the progress of my request.

The last update I recieved was on the 16th May 2017 and I have sent 2 emails since requesting for feedback with no response. That is blatant disrespect.

I work in customer service and that is not how we conduct business regardless if it is customer service department or not, this gives the entire FSP a bad name.

According to the fais legistlation an authorised fsp is to keep records of financial agreements and advice given to clients for 5 years, and it should be presented upon request. If the fsp uses a 3rd party storage company the fsp is still responsible for the record keeping.

I am acting withing my legal rights as a consumer and would like this matter attended to with urgency.

I will resort to drastic measures if need be.

This is the 2nd complaint i am laying against cell c.
as the first complaint on hello peter was attended to but not fully resolved.

I am now liable for charges of my cellphone repair which was suppose to have been paid out through the warranty as it was still valid at the time.

I won a Cellc handset in Nov and l started using it in February.
A couple of moths later it started to have a short battery lifespan so l looked for a replacement but I could not find it anywhere even at a Cellc shop at festival mall
I had lost confidence in e Cellc handsets and they have not upheld their promise of quality products.
I asked about the handset warranty and cellc hung up on me

I am trying to get x2 numbers ported to Vodacom from Cell C. These x2 contracts are expiring on 17th of August. I have already given notice on 17 July that I want to terminate these contracts. The customer service guy at Cell C told me that if I pay R96.00 for each contract, they can do it for me immediatly, but I must remember that all outstanding amounts will still be billed at the end of the month which I understand. He also told me that I must wait 48 hours after doing the payment, and then phone in again, because by then it would reflect on their system. I phoned in after 48 hours but the payments does not reflect on their system. They asked me to wait another day. I waited another day, phoned in, but the payments still does not reflect on their system. After speaking to numerous call centre guys and accounts people, and even sent proof of payment to "[protected]@cellc.co.za"(twice), nobody knows where my money went to. One guy at the call centre notified me that only one number of mine has been given to them for cancellation, which is not the case. The lady at accounts cannot tell me the reason for me paying the R96.00 for each phone, and asked me what the name of the guy is who told me to pay the money for each phone. I don't know the names of all the people I spoke to, so I cannot anwer that. I am Afrikaans speaking, and I have tried to explain myself as well as I could in english, but it seems these call centre people don't really understand my problem, so after speaking to many people already(about x8 or so), I am now requesting that someone from Cell C who can speak Afrikaans, contact me to resolve this issue. I'm still waiting...

Earlier this year I had a complaint with regards to my data constantly disappearing. Good thing is: I was contacted back same day by a cellc complaints colleague but the bad thing is - I ended the call even more disappointed and unhappy. This colleague advised that I cannot trust my phone and that I should trust cellc. I took his word for it. I then went out and I bought a new phone from a different provider .

With that being said, I got 30GB one-off data valid for 30 days on 05/04/17. I bought 200GB from cellc on 31/03/17. I left the SIM card that had 30GB in the new phone for the month so that I can monitor it and everything was perfectly fine. No issues. I then inserted my Cellc sim because I didn't thing I would have any issues. Until now! I am so disappointed and even more upset.

My phone says that I have used 158GB to date. This is inclusive of the 30GB that I received from the other provider. When my 200GB depletes, my phone should says 230GB used. My phone now says 158GB used and my cellc SIM card says 4.9GB remaining. I am 67GB short. No one can tell me what's happening. I've been to istore to check if my device is a problem, they confirmed it isn't. I've been to a cellc store and the advisors instore couldn't help but confirmed there is something wrong and that my data is missing. I've spoken to customer care, technical and partnered service desk. All I'm told told about is a data validation. This has been going on since last week. I received a data validation, but just for one month.

In short: I don't have a problem buying data. What I'm disputing is the whereabouts of my 67GB that is missing because I can't be faced with the same issue and I'm using a BRAND NEW PHONE! What I'm expecting is a call back from a complaints rep who will talk to me about websites I've been on (like I don't know what I'm doing on my phone) and then leave me with no resolution and my 67GB is gone.

I get that I'm just one person and I'm not valued as a customer but at the end of the day I'm working just as hard for my money and to feel like I can't trust my provider because they're going to do the exact same thing every single time. That isn't fair! I'm upset. All I want is my 67GB data. A resolution that keeps me happy as a customer and you as my provider.

My name is Emmanuel. My contact number is [protected]

I cannot get through to anyone on the customer support number 0841234. I cannot send an email to customer support. My contract ends at the end of July and I sent cancellation requests on the website with no response. I want to keep the number on prepaid and I do not want the contract renewed. I have no idea how my contract was transferred from Autopage to Glocell on the first place. It is a useless company. Just do NOT renew my contract!

Glocell is the worst "company" I dealt with ever. Every month I have a problem on my cellphone They suspend it monthly and never answers queries.
You can call all the numbers and no answers When you get to AT LAST speak to someone they cannot help you or give you another number to call.

You spend hours on the phone and never get support.

My friends and I will never again make use of Cell c whilst it is under Glocell

I recently recieved messages informing me that i have requested a sim swap using a self service pin.Of which i did do, i phoned immediately to cellc consultants to stop and cancel the ongoings process.i provided the identification they requested only to realise that the fone call i made has only facilitated the suspension of my sim card.i thought the consultant will solve my issue but on contrast he argue me to do a sim swap.What disturb me mostly is that i had the same problem last year, i had frustrating difficulties in processing the sim as they instructed me to the police for affidavit a couple of trips.i spent a month to have my sim back.I can't go over the same ridiculous process again.

This is not the first incident where Cell C has been stealing my money and lying to me – feel free to talk to Thato Mamabolo that assisted me in March with previous incident.

I have cancelled one of my add on services (GetMore) on 28-Feb-2017 with reference [protected], yet I was still billed every month for this on my Cell C account. So end of May I had my debit order reversed at the bank and I paid the difference only. But on my June statement I was again billed for the GetMore service (even after I have phoned them directly more than 3 times enquiring why I am still getting billed), so I again reversed my debit order and paid the difference only. But then Cell C decided to send through another debit order on 23-Jun-2017 (not my normal debit order date) for the R118 that I paid short without even as much as a phone call to enquire why I paid a different amount. No customer service at all!

I upgraded my contract on 1-Jun-2017 – BIG MISTAKE! Not only could the sales consultant (Charmaine Selenda) not do what she promised and my number was unavailable on the network for more than 3 days. Then I had to wait until the end of June to convert my old number to a pay as you go with again lots of issues and no service for 2 days. Charmaine then promised me a 10% discount on the new contract, but when I received my latest invoice there is no indication of a 10% discount and your finance department has now record of such discount on my account. Yet I received the sms while I was still on the phone with the Charmaine on 28-Jun-2017 confirming “You have been activated on the Cell C 10% Usage Discount Plan”

I again contacted Charmaine last week Wednesday to enquire where my 10% discount has disappeared to and to date I have not received any feedback.

As I see it Cell C is stealing my money and lying to me continuously and I no longer want to do any business with you. I will not be making any more payment to Cell C and you can cancel all my contracts with immediate effect.

I have a complaint to file which I want to take forth to the media regarding C Surance, Finrite as well as Hollard. As per emails my phone was stolen in December 2015 this was finally replaced by C Surance in January 2016. Where Natasha Carr had sent across the updated policy schedule. What she failed to do was include correct IMEI number of the phone which she had replaced from Godwin as per mails. What makes me more frustrated is that when I called in now to claim on my cover I was advised my information was still not captured. I have absolutely no idea why this is the case.

Events as follows over the years – refer to mails below and attachments from over the years

2014: Insured S4 details was not captured, nor was money being deducted
2015: Insured S6 details not captured nor was money being deducted
2015: Claimed in December and was made aware that info was not being captured. Back and forth unnecessary time and money from me
2016: Received updated policy schedule from yourself with OLD S6 (IMEI number - the phone that was stolen) when phone was replaced by yourself
2017: Called in to claim damage to phone that was replaced by Finrite/ Hollard/ C Surance was advised I am not on the system nor was any of my details captured.

Can you please explain to me what is going on with your company and why people are incompetent and are not doing their job? At what point did I ever cancel my cover? Never! And why did you not include the correct IMEI on the policy schedule you have sent across. The IMEI number on the schedule is for the phone that was stolen in December 2015. New phone replace in January 2016 by C surance and fetched from Woodmead Cell C. Schedule sent by Natasha CARR ON 12 JAN 2016.

I now need to book the phone you have replaced me with in January 2016 for repairs. I do not want any issues regarding this nor do I expect to have any back and forth issues as I have previously had. Can you please confirm what process I need to follow before I send this story across to the media? I expect my phone to be repaired as I have taken out insurance initially. I cannot wait as this has already taken me 2 weeks. C Surance are unresponsive, takes them 2 hours to answer calls and a complete waste of time.

Can someone please get back to me on how we can solve this matter?

one of my accounts indicates an arrears of R444.00 which have requested to be debited on my account about 3 months ago, every time i call call center i am told that the account is at legal department and i am so annoyed at this stage as they are not picking up. as I am typing this complaint i have been holding my phone for the last 15 mins for legal department wow and this has been going on for last 3 months. I have sent e mails with no responses. this whole drama is impacting my Credit Record and i want it to be sorted once and for all. account in question is [protected].

Good day,

I've been trying to get hold of Cellc Legal department for days and [protected] number that you are given by agents does not work. it's permanently off, and when I get transferred from the inside, no one answers the office.

I paid Cellc Contract through their Collections company the sum of R8425. I got a settlement letter, but according to my ITC, I owe Cellc R45 and it's listed as arrears on my profile on my number [protected].

When this was settled I was of the opinion that the amount was for both my contracts, as it was huge amount of money to cancel contracts, because I felt Cellc was charging exorbitantly, whilst I was not even abusing my contract. I still maintain 2 contracts cannot have amassed those amounts.

nevertheless, I now paid the other number [protected]) number R3700 over 2 months, but seems I'm still owing Cellc, and the only people who can explains this is Legal but no one is willing to answer the phone.

I want this contracts cancelled and to ratify my ITC. this has been going on for far too long not getting the answers from Legal, as they do not answer their phone.

I would hold for 40 minutes till i drop the call.
Just because the ITC get affected, I paid all their money, regardless.

my number [protected]

Good Day
Please assist on the following:
A deduction on bank Statement reflex as follows:
GLOCELL SPAP-0026750_[protected]
the Amount R348.00 Per Month.
We would like to cancel the Debit order.
Please send me the Cancellation Form.
Company: Let's Trade 1341 T/A FRASCO
We Spoke to your help desk and they confirm 2 x Cell No:
Connecting with the Debit Order
Cell no: [protected] + [protected]
Please advise via e-mail [protected]@frasconc.co.za Or [protected]@frasconc.co.za
Tel no: [protected] Regards Sandra & Nickie

Dear Cell C Customer care
In April 2017, I upgraded with a brand new IP Tablet from you. Upon the receipt of the device I couldn’t check its functionality because my contract was expiring end of August and had no reason to suspect any misunderstanding between myself and the agent, I discovered that there is problem on 14th July 2017 when I was trying to simswap my simcard at the store, I lodged a complaint to your Cell C headquarters and I didn’t enjoy any positive response, my approach was and still is to review the contract with an intention of accommodating my purpose, being to receive and dial while utilising data.
I am very disappointed and shocked from what happened and I find the situation very irritating. The deal is meant to serve the needs of a client, the sole reason of acquiring the device was to enable me to interact with clients through both phone calls as well as emails, of which device at my disposal can’t .
While I do understand that conversational error could have occurred while deal was being concluded, still I can’t comprehend the fact that the device is not assisting to address my needs and the service provider is more concerned on technicalities rather than the real issue at hand being my needs. This is not the type of service I would have expected from Cell C and its reputation.
I demand replacement of the device, fixing of the problem at hand as well as compensation for the waste of my time and money.
Enclosed with this letter are copies of the registration card and other related documents for your reference. My expectations are high; please don’t disappoint me again.
Awaiting your reply and actions.
Regards
Amos Nkosi
[protected]

My contract was cancelled on the 5th June 2017. I was assured by the Call center agent no money would be debited from my account. I went in store to query any remaining balance I was told that my account/Amount owing was R0 yet R110.00 was debited from my account after being assured by 3 of your employees that no monies would come off my account. I am utterly shocked and disgusted in the way cell c does business

I applied for the r199 contract that comes with a router (As advertised) on 27/06 consultant nonceba mkhonto phoned me and the deal was done. On 29/06 I received only a sim card, as to date 14/07 after numerous emails back and forth, I have not yet received as I was promised to receive the said router this week. I have to send emails and find out what is going on, otherwise they don't bother. I am a new customer and if this is the way they treat their customers, I would rather not start a relationship with them.
To my knowledge this is not customer service! I want this sorted asap as cell c have already debited my personal account, they are quick to take... I want what I applied for a router with a sim card as advertised and promised to me on the 27th (Call recorded)
Please see attached emails I sent to consultant
[protected]

I have a contract with cellc for about a year now. All along they have been debiting monthly from my bank account until last month when I decided to
pay the amount in advance. I phoned customer service first to check if that is allowed and I was given a go ahead. I was then told that a basket will be created whereby if they debit the money will be coming from it. Its been a month since I made the payment and only this I'm being harassed by cellc about my account being in arrears. Surely the mount of R40195.00 that I paid is reflecting on your side.why are your agents not doing their job! I need my line to be unlocked. I need to use my phone peacefully as I have made the payment please ! this is ridiculous